IT Service Desk Analyst
Collabera Digital Pvt Ltd
Gurgaon
08.2024 - Current
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Ensured compliance with company policies related to security standards when providing technical support.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Updated customer information and account status in the database following each interaction.
- Provided end-user training on new technologies as needed.
- Performed daily tasks such as creating user accounts, resetting passwords, installing applications, and configuring systems.
- Developed reports detailing service desk activities including number of tickets opened, closed or pending resolution.
- Documented customer complaints and inquiries for use in technical documentation and tracking.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Implemented feedback from customer satisfaction surveys to improve service quality.
